AddressCompany Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.
Unsure if you meet all the qualifications of a but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.
Job Description
What is the Global Queue Manager role?
The Global Queue Manager (GQM) is instrumental in providing our customers with an elevated experience by ensuring we are serving our customers' needs.
This individual contributor role is responsible for operational oversight of a Subject Matter Expert (SME) Team's high-priority cases during a Region's shift control hours, acting as the single point of contact for decision-making for incoming volume and cases flagged as "Follow-the-Sun" (FTS).
In addition to this, they are responsible for partnering closely with the RMR (Resource Management Representative) and GQMs in adjacent shifts within the same SME, providing them guidance to ensure optimal workload balancing across the available TSE & CSR resources and to swiftly assign cases to help maintain our contractual response Service Level Agreements (SLAs).
Responsibilities
- Workload Balancing: Monitor incoming case volume versus backlog to ensure even distribution amongst the regional and global team.
- Case Management: Execute Traffic Control of FTS cases and new/unassigned cases
- Handovers: Communicate with outgoing and incoming regional shift GQM
- Escalation Management: P1 / P2 / Escalation help / Engaging Internal teams
- Shift Coverage: Ensures Work Force Management (WFM) is up to date with on shift / available TSE or CSR resources.
- Reporting/Insights
- Provide regular trend reports (daily, weekly, monthly) on workload assigned (cases, changes & tasks) and resource availability to the Regional SME Leader
- Provide regular SME-specific summaries on all sensitive cases/customers/escalations, bringing awareness to the Regional SME Managers
- Make recommendations for best practices on case handling, triaging and other challenges faced during shift control to the regional lead/Manager.
Qualifications
To be considered for this role, we are after someone with
- Minimum 3 years' experience working in a Customer-Facing Role within CSS
- Bachelors Degree in a technical discipline or the equivalent level of work experience
- Ability to work in high-pressure situations, prioritizing tasks appropriately
- Excellent customer focus
- Effective communication skills
- Excellent interpersonal / stakeholder management skills
- High level of attention to detail
- Strong organizational and time-management skills
- Previous technical experience working with the ServiceNow platform is advantageous
- Ability to work weekends as needed
Why ServiceNow
ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus.
Work-life balance and well-being are our topmost priorities.
We offer flexible work arrangements.
We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business.
Additional Information
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.
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Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.
